Roles

My assistant dispenses advice liberally. While it's typically correct, I don't think she should be giving medical advice without my approval. What sort of guidelines should I set?

"Increased customer loyalty is the single most important driver of long-term profitability," say Scott Robinette, Claire Brand, and Vicki Lenz, authors of Emotion Marketing: The Hallmark Way of Winning Customers for Life (McGraw-Hill, 2000).

Give your team the freedom to make the practice shine.

A grouchy client leaves the practice with a smile on her face. A co-worker finishes inventory 10 minutes earlier because you offered a helping hand. These efforts deserve thanks!

Staff members at Danforth Animal Hospital in Edmond, Okla., turned their monthly staff meetings into a roundtable discussion, says Pam Crabtree, RVT.

Ever wonder what surgery is like from the pet's perspective? Your clients do.

Reorganizing staff members' responsibilities may help you better control your crowded reception area and improve client satisfaction. At least, that's what Jennifer Hoffman, hospital manager at Murrells Inlet Veterinary Hospital in Murrells Inlet, S.C., found.

It?s easy to overlook the problems that come with making clients wait. We think, ?Hey, it comes with the territory.? We make excuses. And we hedge our bets, knowing most clients only grow dissatisfied when they wait more than 30 minutes. But that approach won?t wow clients. In fact, even a short wait may leave clients disgruntled. So it?s an issue you should aim to manage.

In 56 percent of practices, team members begin educating clients about geriatric care when their pets are 7 to 9 years old, according to a recent survey by VetMedTeam.com.

"We all want our staff members to work together as a team, but it's hard to ask this of your staff unless they know the steps to take," says Julia Culbreth, the practice manager at Jefferson Animal Hospital in Louisville, Ky.

A++ clients make appointments the day they get your postcard, call, or e-mail. Here's how to help the others make the grade.

Ever wish pets could schedule their own appointments and bring themselves in for care? The key to stopping client-created stress is to see your clients for the different breeds they are—and adjust your approach accordingly.

The veterinarian I work for has anger-control problems. He can be verbally abusive to staff members and sometimes clients. What can I do?

I'm interested in continuing education and more job training, but every time I approach the doctor, she blows me off. What should I do?

How can I prepare to volunteer during a disaster?

As the practice manager, how can I encourage team members to come to me with their problems first, before approaching the owner?

Clients judge the quality and value your practice offers during the first three minutes of contact.

It's easy to overlook the problems that come with making clients wait. We think, "Hey, it comes with the territory." We make excuses. And we hedge our bets, knowing most clients only grow dissatisfied when they wait more than 30 minutes. But that approach won't wow clients. In fact, even a short wait may leave clients disgruntled. So it's an issue you should aim to manage.

The veterinarian I work for has questionable ethics; he treats animals in ways that clients wouldn't approve. Can I do anything about it?

After recent media coverage of canine influenza, you're likely to get some questions about this illness.

Meet Shelly Hiemer, CVT, with AMVET in Otsego, Minn.

Do you give this critical player the respect and responsibility she deserves?

The doctor doesn't apply practice policies consistently. How can I ask for fair treatment?

We've all had that day when we feel like a bedraggled cartoon character who's being pursued by a malevolent rain cloud. It seems as though the sun is shining on everyone else, but not on us. But you can break free. Inspiring, right?

Hey new grads: Making your experience as a new doctor great is as much your responsibility as anyone's. So use these five tips to make your first year a total success.

There's never enough time in your day—so make every moment in the exam room count. And remember, even small improvements in exam-room procedures can dramatically improve your whole team's efficiency.

Use this sample as a starting point to develop your own survey.

As the captain of your practice, it's your job to set the course and take advantage of the wind, urging the ship toward your destination. But you can't maneuver this behemoth alone. You need a crew. When they're truly onboard, your team members will have one eye on the horizon and another peeled for potential problems, and they'll help keep the practice on course.

Solid business ethics can help you establish a profitable, successful practice. And your clients will see your good side, too. Here are seven principles of admirable business ethics:

Learn the potential legal ramifications of terminating an employee.